Apple tests Live Notes AI at Genius Bar, privacy concerns

Apple is piloting an artificial intelligence tool called Live Notes that records, transcribes, and summarizes conversations between employees and customers at its Genius Bar support desks, according to reports. The system, currently in a limited testing phase at select retail locations, is designed as an optional, time-saving feature to allow staff to focus on customer service rather than manual note-taking.

The tool requires explicit consent from both the employee and the customer before any session is recorded. Apple has stated that participation is voluntary for both parties and that the program is not mandatory. During the current test, the company has implemented specific safeguards: managers are not given access to the generated transcripts, and employees retain the ability to edit both the transcript and summary before the information is saved to the internal Genius Bar system. The company also says audio recordings are not stored.

Despite these assurances, some Apple retail employees have expressed concern about the potential long-term use of the data. Staff worry that once the testing phase concludes, the transcripts could eventually be used for employee coaching or...